Project Context

Design TeamKaitlin Wright, Joanne Sampoonachot & Katie Becknell

Product status✅ Launched

Role
Product Designer

Date
Jun 2021 - Feb 2022

In February 23, 2022, Zoom announced their latest product - Zoom Contact Center (ZCC). Unlike most contact center technologies that are only optimized for voice, Zoom Contact Center is the first omnichannel contact center platform that is optimized for video and intentionally supports a robust suite of channels, such as voice and video (with SMS and webchat in beta for upcoming launch). Currently, Zoom Contact Center is available in the U.S. and Canada, with international availability coming later in 2022.

Learn more about the launch in this post.

As the second product designer in the team, I worked with my peers and stakeholders to deliver the ZCC agent and supervisor portal framework from zero to one, within the first three months since I joined. As ZCC product scales, the framework I defined still works as the foundation for all the upcoming new features. In this case study, I'll provide a sneak peak on how we as designers discovered and defined a scalable and sustainable product framework.

If you're interested in learning more about specific features, feel free to reach out.

Research & Synthesis

#1 Understanding our customers

To start with, we interviewed 6 internal Zoom IT employees, trying to figure out what tools they use, what problem they faced, and what vision they had for a video-centric contact center. The conversations validated our assumption that we have four types of persona and we need to serve their needs leveraging the existing Zoom client and web admin portal.

#2 What's available in the market?

We also analyzed top 5 contact center tools based on the features they offered. The highlighted areas indicate features that were delightful or nice to have in each experience. After synthesizing with the team, we identified five emerging themes that a cloud-based contact center could offer.

Framework Ideation

Start from blank canvas

Based on the research findings, we collaborated with our product partners to ideate the product framework and strategy. We would like to design and build a product that is tightly integrated within the Zoom ecosystem so that the existing customers do not need to switch tools.

Besides offering the basic contact center capabilities, Zoom Contact Center should also be consistent with other Zoom products, which means the user experience needs to be intuitive, innovative, remote-friendly, and scalable.

Then we brainstormed potential layouts and structures that can serve user needs for both agents and supervisors. With long-term product roadmap, design consistency, and technical feasibilities in mind, we landed on a three-column framework and brought it to the next level of fidelity.

‍In this framework, agents and supervisors will be able to navigate freely among work spaces and customer conversations via the left nav bar. Omnichannel engagements with customers will happen in the middle section, which should be the major focus during a contact center shift. Agents and supervisors can also check out the customer information, and review engagements details via the right panel.

We also proposed page templates for other use cases, i.e. data analytics and table views. Tested with internal users, the ZCC team quickly adopted this framework and delivered 200+ features based on it.

Current Status

With the scalable product framework, ZCC team successfully launched the BETA version after 8 months I joined. Both the product and design teams grew quickly and now we have 10+ designers on the team.

More challenges showed up as the team scales. One example was that design deliverables became inconsistent within the team. To solve it, I created the first version of ZCC Figma component library. Noteworthy, some components I built like tables and forms were adopted by the broader Zoom design system since ZCC has been the most complex product within the Zoom ecosystem.

Currently, we're working on ZCC 1.10.0 and eager to bring more exciting features to the world.

Feel free to take a look at the demo video below and reach out to learn more about the story behind ZCC framework and features.